Technical Service Advisor

Hewlett Packard Enterprise

8 - 13 years

5 - 9 Lacs

bengaluru

Posted:13 hours ago| Platform:

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Skills Required

wireless automation development manager relationship building consulting cisco information technology technical support mpls crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

This role requires you to be a customer advocate and be a single point of contact for the customer for all post-sales service needs
Stay in alignment with the customer and accounts team concerning the services sales and delivery.
Help support cases resolved as per SLAs and expedite/escalate critical issues among technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.
Act as an interlock between Customer and Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer.
Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.
Conduct Periodic reviews with the customer on service delivery metrics, SLA, and quality.
Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans.
Assist the customer in making use of proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc )
Partners with Customers in conducting periodic product health checks and Configuration/Design reviews to identify potential improvement areas. Based on the evaluation make a relevant recommendation to optimize operational performance concerning design/topology/configuration.
Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
Engages with engineering teams to improve potential quality issues with products.
Document and maintain customer network solutions knowledge and educate other internal resources for a better support experience.

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